Who said customer support reps aren’t marketers?

I recently booked a family vacation at a hotel in Cancun. 

I was about to hang up after a conversation with one of their support staff, when he said the following happily and in a relaxed manner – “We know you have many choices and yet chose to book your next stay with us. We are very thankful for that decision and look forward to your stay with us.”

No claim that their hotel was the best.

No attempts to sell an unnecessary upgrade.

No desire to end the call faster and move on to the next person.

And he was right!

There are 2,721 hotels in Cancun.

But with that one parting line, he gave his hotel the best chance to trump the other 2,720 hotels for our next visit.